Product Owner (Senior Manager) – AI Agents and Customer Journeys, Business Banking
Business Banking is transforming how customers interact with the Bank through AI-powered expert agents, delivering reimagined conversational experiences, automation and human-assisted servicing.
We are looking for a hands-on Product Owner to own and prioritise the backlog of AI expert agents that support customer journeys across chat, voice and frontline servicing channels.
This role is ideal for someone who combines strong agile product ownership with technical fluency, customer journey thinking and a good, practical understanding of servicing or contact centre environments. You do not need to be a software engineer, but you should be comfortable working closely with engineers, architects, data team s and operational experts to turn customer and frontline needs into well-defined, deliverable AI agent capabilities.
This is an opportunity to help shape the next generation of AI-enabled servicing for Business Banking customers and operate at the forefront of designing and delivering world class customer experiences .
You will play a key role in defining, prioritising , building and delivering expert agents that help customers complete tasks, get answers, resolve issues and move through servicing journeys more simply across chat, voice, digital and human-assisted channels.
You will own the agent backlog, make prioritisation decisions, shape features and use cases, and work with cross-functional teams to deliver reliable, compliant and valuable AI-enabled experiences into production.
This is a unique role that involves strategy and also a practical Product Owner role requiring strong backlog discipline, agile delivery experience and the ability to work closely with technical teams.
You will work in the AI Agent and Customer Journeys squad within Business Banking, partnering with Product, Engineering, Architecture, Data, Operations, Risk, Design, Change, frontline teams and vendor partners.
The squad is responsible for shaping and delivering AI expert agents and related customer journey capabilities. At times, the squad will also build, configure or iterate the agents directly, so you will need to be comfortable working close to the technical detail.
You will help connect customer needs, operational pain points, contact centre insights, AI capability and engineering execution.
As Product Owner, you will:
Translate customer, frontline and operational needs into clear epics, features, user stories and acceptance criteria.
Prioritise work based on customer value, operational impact, risk, technical feasibility and business outcomes.
Lead backlog refinement, sprint planning, release planning, showcases and delivery trade-off decisions.
Ensure delivered capabilities meet responsible AI, risk, compliance, security and operational readiness expectations.
We are looking for someone with:
Excellent agile delivery capability, including backlog management, prioritisation, refinement, sprint planning and iterative delivery.
Technical fluency, including comfort with APIs, integrations, data flows, system constraints, technical documentation or configuration-based platforms.
Familiarity with AI agents, conversational AI, automation, workflow tools, agent assist, knowledge management or digital servicing.
The ability to balance customer experience, frontline needs, operational readiness, risk, compliance and commercial outcomes.
Highly regarded experience
Experience in any of the following would be valuable:
Contact centres, voice servicing, chat servicing, IVR, agent assist or frontline operations.
Coding, scripting, low-code configuration, JSON, APIs, prompt design or technical prototyping.
The kind of person who will succeed
You will succeed in this role if you are comfortable moving between customer problems, operational detail and technical delivery.
You are curious about how AI can improve real customer journeys, but you are also disciplined about delivery. You know how to manage a backlog, make trade-offs, challenge assumptions, clarify requirements and help a squad deliver valuable increments.
You can talk to senior stakeholders about outcomes, then work with engineers on implementation detail. You are comfortable asking technical questions, understanding constraints and shaping work so it can be delivered safely and effectively.
You bring strong agile habits, a practical mindset and a focus on measurable customer and business value.
We support our people with flexibility to balance where work is done, with at least half your time each month connecting in the office.
If you are excited by the opportunity to shape AI-powered expert agents across chat, voice and customer servicing journeys, we would like to hear from you.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 08/06/2026
